hi blueyeguy,sorry for to less information.Yes you ar right i want to know where i can add and change the canned response.if i go to Staff > knowledgebase there are no canned responses, but if i make a new ticket i see 2 answers.1.) Sample (with variable)2.) What is osTicket (sample)?where are these answers?If o go to Staff (in german "Agenten") > Knowledgebase (in german "Wissensdatenbank") i can add new categories and new FAQ's, but no Canned-Responsesi use osTicket v1.10 and german languagephp: 7.0.13database: 5.5.5-10.1.19-MariaDB